Creating purposeful careers as we build the future of contact centre solutionsThe suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and leading and developing the team of incubation agents. They will also coach 'bottom performers' as assigned.
Responsibilities: CoachingDaily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction.Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff, score the agent based on analysis, and align all process and quality-related concerns).Client Feedback & AlignmentEscalations (Client Journeys) done daily (call analysis of query).ReportingWeekly reporting of CEO escalations that are analysed.Calibration Weekly reports prepared and sent to the Client (every Friday).Biweekly quality reporting to the international quality team.Monthly repeat call analysis report.Monthly top ten agents incurring the highest repeats (deep analytical report).Quality AssuranceDaily Quality Assessments completed (the number of Assessments is dependent on various and/or other more urgent requirements that may be expected).Weekly Detailed Quality Report.Weekly call listening sent by the client to analyse.Calibration sessions (voice of our clients) held every Tuesday, Wednesday & Friday.Must be a people's person.Must be passionate about other people's development and growth potential.Must be comfortable facilitating reports, analysis & elaborate presentations during training.Present and communicate information effectively.Coping with pressures and setbacks.Delivering results and meeting client expectations.Excellent administration skills.Excellent adherence and QA scores.SkillsCoaching, Coaching Individuals, Quality Assurance, Quality Compliance, Business Process Outsourcing (BPO), Facilitation.
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